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The Impact of Bundled Service Items. Matt Howe Kinetic Data. About me. Started with Kinetic Data in 2004 “Sabbatical” started in 2007, returned in 2011 Consultant with Professional Services. Bundle Definition. Simply a grouping/linking of service items in some fashion - PowerPoint PPT Presentation
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The Impact of Bundled Service
ItemsMatt Howe
Kinetic Data
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About me
Started with Kinetic Data in 2004
“Sabbatical” started in 2007, returned in 2011
Consultant with Professional Services
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Bundle Definition
Simply a grouping/linking of service items in some fashion
NOT related to “themeing”/branding term Bundles you may have
heard about in other sessions
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Session Intent
Expose you to concepts and ideas for using Kinetic Request to
manage complex processes and business needs
Explain general concepts used when bundling service items
Identify some steps in implementing a bundled service item
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Types of Bundles
Scope
Linking
Embedding
Grouped
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Linking
Chaining service items together
Works well for processes that require phased approvals
Gather appropriate information at the right stage of the process
Don’t waste someone’s time
Works for processes which involve multiple stops each requiring
separate information, often by separate set of users
Each stop might not even know the larger process
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Linking example: Work from home
Original method
Handled ad-hoc with no consistency
No documentation
No follow-up activities
No statistics
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Linking example: Work from home
New method – three service items
Request authorization
Request equipment / provide other requirements
Schedule performance evaluation
Processes that rely on manual steps – especially when spread
across lengthy intervals – often fail.
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Linking example: Work from home
Process
User submits authorization service item
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Linking example: Work from home
Upon authorization approval, trigger user request for additional details, policy signoff/stipulations, etc.
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Linking example: Work from home
Service Item 2: Secure equipment, configure details, policy signoff, install equipment
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Linking example: Work from home
Tasks: Secure equipment, configure details, install equipment, schedule evaluation surveys
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Linking example: Work from home
Complete recurring
evaluation surveys
Different/additional questions as length of time progresses
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Linking example: Work from home
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Linking example: Performance evaluation
Current method
MSWord template is sent to evaluatorsSave locallyUpdateReturn to sender (no replies - forward and re-attach…)
Manually compile/extract/rekey responses into meaningful “report”
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Linking example: Performance evaluation
New method – two service items
Identify evaluators / review results
Evaluation form
Listen to complaints – how can processes be re-envisioned?
HUGE WINS!
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Linking Review
Works well for processes that require phased approvals
Works for processes which involve multiple stops each requiring
separate information, often by separate set of users
Questions
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Embedding
One (or more) service items are initiated as part of another
service item
Works for multi-step, complex processes
Each part could stand alone
All parts have something in common
Embedding items will result in a better user experience
Results in faster delivery of the entire process
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Embedded: On-boarding
Original method (no process)
Complex
Chaotic
Inconsistent
Multiple initiation points and people
Unmanaged dependencies
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Embedded: On-boarding
Original method (defined process)
Complex, confusing form
Too much data to manage
Lengthy processes/management by security fulfillment teams
In Kinetic: Big task tree
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Embedded: On-boarding
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Embedded: On-boarding
New method
One service item “contains” the overall process Include the basic and common information
Many nested – embedded – service items deliver the resultsEach service item includes unique data
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Embedded: On-boarding
Main concepts
Container – or Parent – service itemContains details applicable to the overall processContains common elements applicable to every child
Child service itemsUnique details of each requestChild items are not displayed on the main portal
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Embedded: On-boarding
Main concepts
Parent/child relationship uses “Originating ID”Same principle of how approval records are linked to the original
submission
Child service items are actually completed by the parent from within its task treeAllows child service items to be edited until you submit the parent
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Embedded: On-boarding
Parent record
Page 1 – General info and functionality to display child service itemsSimple Data Request and a JSP partial
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Types of service items
Service items
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Embedded: On-boarding
Parent Service Item
Page 2 – Container to hold each Child service item within an iFrameSimple Data Request and a JSP partial
Determines if the children are “New” or “In Process” New – Related Child Service Item instance does not yet exist In Process – Show existing Child Service Item instance
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Child service item name Service item content in iFrame
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Embedded: On-boarding
Child Service Item
Simple or complex
Will have at least two content pagesUsers will never see a true confirmation page
Retrieves the common elements from the parent
Has its own task tree
Completion triggered by the parent’s task tree
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Last content page of the Child service item
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Embedded: On-boarding
User experience
One Service Item on the portal
Expanding descriptions jQuery functionality
Save and close
Visual cues
In Progress table on portal provides status of each item
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Embedded: On-boarding
Maintenance
Create a template of a Child Service Item
Clone the template
Change/add unique content
Change task tree
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Embedding Review
One (or more) service items are initiated as part of another
service item
Works for multi-step, complex processes
Questions
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Grouping
One or more service items correlated only because of who
completed them or when they were requested
Works when you need to group unrelated items together for a
business reason, not for fulfillment
Each part could stand alone
Service items’ functionality is not necessarily related
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Grouping: Services Cart
Original method
Is there one?
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Grouping: Services Cart
New method
Service Items are started, but not completedSimilar to embedded Child Service Items
Visually display cart contents on portal
A checkout service item
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Grouping: Services Cart
Main concepts
Service Items are determined to be “cartable” or “non-cartable”
No parent container – cart items are linked by a cart ID, which is stored in Service Item instance attributes
Cart is not dependent on cookies or server-retained information
Services Cart task tree submits cart items
Each item in the cart acts independently upon submission
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Grouping: Services Cart
Cartable Service Items
Determines if a cart ID already existsDynamic default
Common set of fields and functionality for usability consistency Includes a review request page
When you get to the Review Request page, the item is “in cart”
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Grouping: Services Cart
Service Cart Service Item
Displays all items in cart in a tableSimple Data Request, JavaScript
Includes cost information/totalsJavaScript/jQuery
Allows “adding another”, as opposed to quantity
Links to Review/Edit submission
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Grouping: Services Cart
Service Cart Service Item
Has own task tree, with approvalApprover has line item veto capabilityApprover can edit Service Item details
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Grouping: Services Cart
User experience
Unique service item contents, consistent review page
Clean checkout screen
Approval process easy
Visually showing cart contents on portal
Upon submission, each service item acts independent
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Grouping: Services Cart
Maintenance (same as Embedded)
Create a template of a Cartable Service Item
Clone the template
Change/add unique content
Change task tree
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Grouping Review
One or more service items correlated only because of who
completed them or when they were requested
Works when you need to group unrelated items together for a
business reason, not for fulfillment
Questions
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Bundled Service Item Benefits
Allows added functionality and complexity
Remains simple to consume
Guides users with little instruction
Enhances data gathering and compliance
Yields improved business results
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What’s involved?
Bundled service items are typically developed as a project
Consider it an “application”
Development performed one time
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Who’s involved?
Team approach
Service Item/Catalog Owner
Designer (User interface)
Developer(s) (Kinetic Request, JavaScript, Ruby, Java, ARS…)
Business Process Analyst
Process stakeholders
Users
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What’s involved?
Understand/Learn what you are trying to do
“Blue sky” thinking – what do you want to achieve
Automate, simplify/streamline, complete an end-to-end process
Where does the process start, where does it end
Often you’ll discover places where you can automate fulfillment
Break into chunks – development phases, versions, releases
Get started – your ROI is waiting!
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Questions / Discussion
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Where can I get these examples?
Linking is available in any Kinetic Request environment today,
but all solutions are fairly unique
Onboarding process is a reusable process and we’re currently
discussing how to “package” it to make it available
Services Cart is currently custom and would be part of a
professional services engagement
